Will Virgin Take Legal Action

[Deleted User]

RIP OFF!!!!!

Joined virgin media in september 11th and in that 5 months i have been paying every month and not been getting free calls, my tv has never worked and internet is not that best.

Its a nightmare to get through and when ever i do after about 2 hours, i get told everytime oh we are sorry and we will get your free calls put on and also get u a new tv box. Anyway ive had enough. 3 weeks ago i foned up and the guy sounded worried cos it was even him that said, i am really sorry cos u joined us in september 11th and thats how long u have been haveing problems with us. i will also make sure a new tv box is sent out and that you get your fone calls with in 5 working days. i had to rush off to france a week later so thought id check when i get home. today i got home and my family said still no free calls and also a new tv box has never came.

Had ENOUGH!!!! Why the hell should i pay £20 a month and not even get the free calls ive been getting promoised for 5 months and also my tv box has never worked and also have been promised a new 1 since then. Anyway am away to cancel the direct debit now with my bank and also if i do manage 2 get through to virgin 2morow am gonna say am not paying the other 7 months. What will they do?

*!*HIBS*!*

I wouldn't advise you to stop your direct debits, as this could affect your credit rating/file, e.g. if you're not paying your bills on time, when you join a new company and they check your credit file, they may think, oh this person has a "history" of not paying their bills on time, therefore > a potential risk = bad customer? Maybe give this customer a miss and go for a lower risk customer. :rolleyes:

If you're supposed to get free calls included and they have not done so then I believe that they are in breach of contract under The Supply of Goods and Services Act 1982
http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV0015-1111.txt

You need to keep paying your bills on time and you will need to make your complaints to customer services and higher if you're not happy with the response/resolutions. Make sure you log all the details of all your communications with the company, date/time/employee/time etc...;)

[Deleted User]

every month £20 comes off and i never get my free calls and never had a replacemment freeview box they say they will send me. away to check the link u have provided

jhp

From their T&C

"5.5 Resolution of complaints: What to do if you are not satisfied with our service

If you are unhappy with our service please contact us and let us know. It is through your feedback that we are able to review and improve the overall service we provide.
If you have a complaint our formal internal complaints procedure is outlined below. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame. We do try and resolve complaints by telephone. Should you wish to receive a response in writing then please ask.

Compensation – Refund Policy

Virgin Media is keen to ensure our customers receive a fair deal. We provide compensation on an individual customer case basis, where customers have been disadvantaged by Virgin Media actions, providing that customers have been using the services in accordance with our published terms and conditions.

What to do if you are dissatisfied:

If you are unhappy we need to know about it as quickly as possible. To avoid delay please contact us by:

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Contacting Customer Care [/FONT]call 0845 454 1111 and our customer care representatives will be able to assist you.

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Writing [/FONT]to Customer Concern. The address is shown below and on your bill. Your letter will be acknowledged within 48 hours of receipt.

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Email [/FONT]using the on-line form found on our web-site. Messages received are responded to by a dedicated team. To avoid any delay, please do not send correspondence to individual representatives’ email addresses. Your email will be acknowledged and dealt with promptly.

If you remain dissatisfied: If a complaint is not resolved to your satisfaction you can ask to escalate the issue to a manager. As it may be necessary for the manager to call you back, please provide daytime and evening contact numbers.
Or you can write to:
Customer Loyalty Manager
Customer Concern
Concord House
Concord Business Park
Threapwood Road
Wythenshawe
Manchester M22 0EY

Independent Adjudication

If we have not reached an agreed settlement within three months of receiving your complaint or we agree before the three months is up in writing, that the dispute should be settled by independent adjudication, you have the option of referring your complaint for independent consideration to CISAS (the Communications and Internet Services Adjudication Scheme) of which Virgin Media is a member. CISAS will take evidence from both you and Virgin Media, and will make an independent decision based purely on the merits of the case.
Please note that the CISAS scheme only applies to telecoms services (telephony and internet access), and not to TV services. Contact details for CISAS are as follows:
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Tel: 0845 1308 170
E-mail info@cisas.org.uk
Web www.cisas.org.uk
Further help and advice can be obtained from your local Citizens Advice Bureau but please note this is not part of the formal complaint process. "

[Deleted User]

I have emailed several times and never had a reply!!! and everytime i have phoned up i just get messed about. So today since am off work am away to phone them and tell them i want to cancell.

[Deleted User]

the jobs done, they said they wont charge me for the rest of the year cos i told them that i wasnt gonna pay it. maybe i should have asked for a refund cos i have been getting charged £2 extra a month PLUS the fone calls i was makeing with bt. no point probbaly, just hopeing thats the end of it now and ill get abetter service provider. just need 2 see who i can get a good phone, line and internet deal from.

gabyjane

I have to agree we haven't had that much trouble with them and all seemed ok BUT today they appear to have cut our line and its all our fault..i have rung off my mobile and been messed about, told that the line will work if i magically put another no infront BUT i will be billed for it..they rung me on Tuesday and its all gone wrong since then to tell me they had mucked up our origional packeage and they were changing it...god i am annoyed and phoneless..
just written a stinking letter and emailed them..good to see that info below im not dropping this